At ArvatoConnect, our Senior Customer Service Advisors play a pivotal role in shaping exceptional customer experiences. They are the driving force behind meaningful interactions, ensuring every customer feels valued and supported. Gill Lewis, one of our standout advisors, exemplifies what it means to go above and beyond. In this Q&A, Gill shares her experiences, strategies, and advice for excelling in customer service.
1. What do you enjoy most about connecting with customers in your role?
Every day brings a unique set of challenges and rewards. Each customer comes with their own questions or issues, and no two interactions are the same.
The bonds we build with customers can be incredibly special – especially when they reach out regularly and ask specifically for you. Knowing you’ve made a positive impact on someone’s experience is deeply fulfilling. Customers place so much trust in us, and it makes me proud to be someone they can rely on.
2. Can you share an example of a time you made a meaningful difference for a customer?
One customer, a farmer with a flexible working schedule, was struggling to set up his online account to manage his agreement through the portal. Despite multiple attempts, the system showed no errors on our end. My manager asked me to step in and assist.
I called the customer in the evening to troubleshoot, and after going through every possible step, we still couldn’t resolve the issue. I assured him I’d follow up with our IT team and scheduled another call for the following evening. When no technical errors surfaced, I suggested creating a new email address to try again. Unfortunately, the verification email still didn’t arrive.
Over the next few days, we built a friendly and relaxed rapport. While I was growing frustrated for him, I stayed determined to find a solution. Finally, with his wife’s consent, we used her email address – and success! The verification email came through instantly.
The customer was thrilled to finally access his account. I also arranged a goodwill payment to acknowledge the inconvenience he’d endured. He even invited me to visit his farm to thank me in person, though I humbly reminded him I was just doing my job.
3. What strategies or habits help you maintain a high level of customer service?
Adapting positively to changes within the business is key. Staying flexible and open-minded ensures I can carry out my role effectively, no matter what comes my way.
Teamwork also plays a huge part. Knowing you have the support of your colleagues – and being there for them in return – makes all the difference. There’s always something new to learn, and collaboration helps us all succeed.
Lastly, being a “people person” is essential. Building a positive connection with someone over the phone relies on your tone and attitude. A warm, understanding approach can completely shape how a customer feels during and after the call.
4. What advice would you give to others looking to excel in customer experience roles?
The unknown can feel daunting, especially when starting out, but confidence and positivity go a long way. Always greet the customer with a cheerful tone to set a relaxed and welcoming atmosphere.
Listen carefully and acknowledge their concerns. Take ownership of the situation, and offer clear, concise advice. Show empathy and patience, tailoring your approach to fit the customer’s needs. Ultimately, strive to end every call knowing you’ve gone above and beyond to help.
5. In your opinion, what makes someone a true ‘Connection Expert’ in CX?
A true Connection Expert doesn’t just deliver excellent customer service – they create memorable, positive experiences that instill confidence in customers. It’s about ensuring they leave the call with all the answers they need and no lingering doubts.
Beyond helping customers, a Connection Expert also supports their colleagues by sharing knowledge, mentoring, and offering guidance. I’m proud of the agents I’ve trained over the years. Many still come to me with questions, knowing they can trust my advice. That level of respect and trust makes me proud of the relationships I’ve built, both with customers and my team. These connections are what make this role truly special.
Gill Lewis is a shining example of what it means to be a Senior Customer Service Advisor at ArvatoConnect. Her dedication to her customers, her ability to adapt, and her willingness to support her colleagues set her apart as a true Connection Expert. Whether solving complex issues or offering a kind word, Gill’s approach reminds us of the profound impact excellent customer service can have.
View our other Connection Experts here.
